topic Re: No internet for the past 6 days in Broadband

No internet for the past 6 days

Arsenii — Sat, 11 Jun 2022 15:37:04 GMT

I have been completely down since Monday.

Wi-Fi connects successfully on all devices, but I am unable to load anything.

Additionally it looks like it occasionally tries to load passwordhelper.blackbaud.net, but failing.

I spent a total of 4.5 hours with support during those 6 days, and was told I will be receiving a call on Wednesday, despite the fact that I specified many times, that phone calls are very inconvenient for me and I am almost never able to pick up during business hours.

And that’s only a phone call, they will probably take another week after that to fix it, which will make it a total of ~15 days completely down.

That’s honestly absolutely ridiculous and probably the worst experience I have ever had with any customer service ever.

Re: No internet for the past 6 days

Anonymous — Mon, 13 Jun 2022 06:14:15 GMT

Hello,

Can I just confirm, what lights are currently on the router? Have you tried factory resetting the router and then re-setting this back up again? Is the voice service ok, do you have a dial tone?

Thanks

Re: No internet for the past 6 days

Arsenii — Mon, 13 Jun 2022 08:00:14 GMT

Hey Michelle,

Yes, I tried all the usual troubleshooting - restarting and resetting the router.

I don’t have a phone to check the landline.

However the key to the issue seems to be in that passwordhelper redirect.

Re: No internet for the past 6 days

Arsenii — Mon, 13 Jun 2022 08:00:59 GMT

And yes, the light is solid white.

Re: No internet for the past 6 days

Chris-TalkTalk — Mon, 13 Jun 2022 08:22:10 GMT

Hi Arsenii,

Could you switch your router off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: No internet for the past 6 days

Arsenii — Mon, 13 Jun 2022 08:26:13 GMT

Hey Chris,

I tried that already too, but will try again now.

Re: No internet for the past 6 days

Chris-TalkTalk — Mon, 13 Jun 2022 08:27:56 GMT

OK thanks 🙂

Re: No internet for the past 6 days

Arsenii — Mon, 13 Jun 2022 09:40:09 GMT

@Chris-TalkTalk wrote:
OK thanks 🙂

So I have had router off for about 33 minutes, and the issue persists unfortunately.

I have received a call from TalkTalk, and basically the main idea is apparently that the router doesn’t have the username and password that it needs to access the network.

I have had that router for about 6 months, so it’s a bit of a mystery as to what happened.

Anyway I should hopefully receive a new one this week.

Re: No internet for the past 6 days

Chris-TalkTalk — Mon, 13 Jun 2022 09:52:04 GMT

OK thanks for the update. If you need any further help from to Community team just let us know

Chris

Re: No internet for the past 6 days

Gliwmaeden2 — Tue, 21 Jun 2022 23:38:44 GMT

@Arsenii, please follow up on this thread for continuity.

I'll move the new one out of the way, and post the content here:

You have updated us with the following:

"Had no internet for the past 16 days.

Router is live and connectable however shows as “No internet connection”.

Originally I used to get redirected to passwordhelper.talktalk.net, which I am unable to load.

I was on chat and phone with Talktalk a total of 9 times.

I was told I was sent a replacement router on June 13th.

Well I received it earlier today and it was shipper on June 17th.

And guess what - it does work with the news router either.

I am fed up with all the lies I have been told and with nothing actually being done to resolve my issue.

I am confident at this point that TalkTalk has no idea how to fix it and just keep charging me for non-existent service (4 days ago last time)."

Re: No internet for the past 6 days

Debbie-TalkTalk — Wed, 22 Jun 2022 05:46:14 GMT

Hi Arsenii

I'm sorry to hear this.

Can I just check, have you tested with a different router?

Re: No internet for the past 6 days

Arsenii — Wed, 22 Jun 2022 05:57:27 GMT

I have tested with my original one and the second one I received.

I am not able to test with any other ones.

The lights are white, tried restarting and resetting.

Re: No internet for the past 6 days

Debbie-TalkTalk — Wed, 22 Jun 2022 05:57:52 GMT

Hi Arsenii

Ok thank you. Please can you factory reset the router that is currently connected using the pin hole reset for ten seconds?

Re: No internet for the past 6 days

Arsenii — Wed, 22 Jun 2022 05:58:39 GMT

Tried all of the usual troubleshooting including that already.

Re: No internet for the past 6 days

Debbie-TalkTalk — Wed, 22 Jun 2022 06:02:57 GMT

Hi Arsenii

I'm just looking into this further and I will post back shortly.

Thanks

Re: No internet for the past 6 days

Debbie-TalkTalk — Wed, 22 Jun 2022 10:12:19 GMT

Hi Arsenii

Our Network Team are looking at this and are working to fix this.

I have been advised that we should receive an update within the next 3-5 days.

I will post back here as soon as I receive further information. Sorry for the delays.

Thanks

Debbie

Re: No internet for the past 6 days

Arsenii — Wed, 22 Jun 2022 10:17:58 GMT

I am pretty sure I have been told this exact thing about 15 days ago.

Re: No internet for the past 6 days

Debbie-TalkTalk — Wed, 22 Jun 2022 12:27:49 GMT

Hi Arsenii

Apologies for this.

This has been escalated and is with the correct team to resolve.

As soon as I receive further updates then I will post back on this thread.

Thanks

Re: No internet for the past 6 days

Debbie-TalkTalk — Tue, 28 Jun 2022 08:41:09 GMT

Hi Arsenii

Sorry for the delay. Can I just check, what happens now when you try to connect?

Re: No internet for the past 6 days

Arsenii — Tue, 28 Jun 2022 08:43:20 GMT

Still unable to load anything.